Response to Ofgem’s Energy consumer outcomes call for input

National Energy Action welcomes Ofgem’s intent to define clear consumer outcomes and simplify regulation while protecting people from harm. We recognise recent gains in average satisfaction, but they are not shared equally; outcomes remain worse for people in vulnerable circumstances. For that reason, and consistent with our previous submissions, we do not support a move away from prescriptive rules on principle, particularly regarding consumers in vulnerable situations.

In an essential service with entrenched information and power imbalances, clear and enforceable rules are needed to prevent foreseeable harm, ensure consistent minimum standards, and give certainty to consumers. Outcomes and principles can add value, but they should complement rules rather than replace them.